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SVP, Insight and Customer Experience / Thailand

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Added:2020-01-27
Location: Thailand
Salary:
Duration:Permanent
Apjid3

The Role:
Insight:
* Lead overall management of Market Insight strategy in alignment with the company's direction and strategy
* Manage quality end to end market research projects, macro and micro analysis, and survey activities within giving time and budget and provide actionable recommendation, reports, and presentation to support business decision and relevant activities and enable adjustment of the master plan to meet changing conditions
* Oversee analytics and intelligence support, leveraged internal and external data sources, with actionable recommendation on consumer, competitor, channel, and market conditions to Management, the whole organization (Marketing, Sales, Technology, Corporate Affairs, Digital Group) for developing strategies, plans, KPIs measurement, and launch effectiveness
* Provide support to strategy and business planning process, identifying and assessing issues and opportunities, defining customer segmentation strategy and plan, positioning strategy, value proposition, and channel strategy, participating and / or facilitating strategic discussion and where relevant, managing strategic initiatives
* Oversee key market and consumer trend monitoring and forecast, market intelligence, and research processes to ensure qualitative and quantitative assessment and business opportunity / gap are well identified and captured
* Analyze new opportunities, potential impact and provide strategic recommendation to Management in response to changes in market
* Oversee market research portal, dashboard , and relevant measurement to ensure market intelligence is retained and maximized across the organization
* Oversee monitoring process and provide recommendation to initiate and adjust marketing / communication strategies and plan to meet changing competitive conditions and company's strategic direction

Customer Experience Management:
* Develop the methodology to collect indirect and direct customer feedback to identify customer pain points in customer journey and determine key solutions to address these pain points that are aligned with customer journey and experience defined by Integrated Sales and Service Strategy
* Oversee the customer facing business process to identify customer pain points and customer experience improvements in order to drive target customer experience
* Determine and provide recommendations on the changes or improvements for channel policy in order to increase better customer experience
* Develop customer experience index and key customer experience measurements that drive customer experience
* Manage customer experience index analysis and recommend key customer experience measurements to Channel Performance Management in order to align key sales and service performance scheme and targets
* Manage the customer review process (outside-in view) of product usage through customers' eyes and oversee the validation of product specification and usability testing to represent voice of customers and to align with target customer experience
* Determine and recommend on key customer experience improvements that will drive target customer experience across channels


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